• Job Description

  Req#: 18445

  The Technical Care team plays a crucial role in supporting customers and internal Nokia stakeholders throughout the pre- and post-sales lifecycle. In alignment with contractual service agreements, the team provides both technical and non-technical assistance, serving as the first point of contact for software and hardware incidents or service requests. The team ensures seamless service delivery readiness, offers expert recommendations to product teams on design-for-serviceability considerations, and escalates critical issues to the appropriate functions for resolution.

  Qualifications

  • Knowledge of VMware/Openstack/Container, EVPN, VxLAN and Vswitch concepts.
  • Working knowledge of IP standards, layer 2 data communication and routing protocols as well as service provider and MPLS services.
  • Ability to articulate technical issues and solutions to internal and external customers

  It would be nice if you also had:

  • Previous Nokia intern or co-op experience.
  • Experience working in R&D and/or customer-facing environments.
  • Working knowledge of the Nokia NSP and IP products would be desired, but not necessary (Training will be provided to the right candidate):
  • Adaptability (Ability to adapt to change quickly; to learn new technology, products, processes, etc. ).
  • Ability to objectively think and solve problems while under pressure.
  • Ability to effectively work with Windows applications, such as outlook, Microsoft word, excel, etc.

  Responsibilities

  • Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.
  • Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
  • Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, log analysis.
  • Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.
  • Interacts with customer for complex cases, providing workarounds, etc.
  • Ensures SLA targets are met.
  • Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages.
  • Creates and approves knowledge articles (author, reviewer, approver, coach).
  • Communicates internally and externally with customers, R&D and 3rd party vendors.
  • Rotation in hotline support 24*7 (on call duty).

• About the company

  Nokia’s transition to a primary focus on telecommunications began in the 1990s. The first GSM call was made in 1991 using Nokia equipment. Rapid success in the mobile phone sector allowed Nokia to become by 1998, the best-selling mobile phone brand in the world. In 2003 Nokia introduced the first camera phone. In 2011, to address increasing competition from iOS and Android operating systems, Nokia entered into a strategic partnership with Microsoft. In 2014 Nokia sold its mobile and devices division to Microsoft. The creation of Nokia Networks, following the buy-out of joint-venture partner Siemens in 2013, laid the foundation for Nokia’s transformation into primarily a network hardware and software provider. The 2015 acquisition of Franco-American telecommunications equipment provider Alcatel-Lucent greatly broadened the scope of Nokia’s portfolio and customer base. Additional acquisitions have positioned Nokia to be an industry leader in the transition to 5G wireless technology by offering the only end-to-end 5G network portfolio available on a global basis. In 2016 the Nokia brand re-entered the mobile handset market through a licensing agreement with HMD Global, allowing them to offer phones under the Nokia brand.

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